The most significant risk in contact center operations is not always making the wrong move; it’s making no move at all. Operations leaders who delay action on modernizing capacity planning processes pay a steep and often invisible price. Consider the realities: in a multi-skill, multi-channel environment, customer demand is volatile and unpredictable. Phone, chat, email, and social volumes shift daily, and cross-trained agents create both opportunities and risks. Even small missteps compound quickly. Being just 1% off in forecasting volume and handle time for a 500-agent center can mean up to $600,000 in wasted labor costs or in missed service...
Date: Tuesday, December 9 Time: 11:00 am CT Modernizing Contact Center Capacity Planning in the Age of AI As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet many organizations still rely on static spreadsheets for their capacity planning that can’t keep pace with real-world dynamics. In this session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution...
Date: November 18, 2025 Time: 1:00 PM ET Join us for an interactive deep dive into Cinareo, the insight-driven capacity planning solution designed to revolutionize your workforce management and contact center planning. This webinar will cover: Live Product Walkthrough: See Cinareo’s core features in action, including quick what-if scenario modeling, analytics, and intuitive tools like support staffing planning, financial planning. Proactive Planning Strategies: Learn how to replace reactive workflows with agile, data-backed decision-making. Interactive Q&A: Get your questions answered by...
Setting Strategic Goals for Workforce Management — Just like the organization as a whole and the contact center within it, the Workforce Management department needs to have strategic goals that define the direction for the team. Clearly set overall goals make short-term decisions easier and performance more consistent. In this session, you will learn: The 10 most common goals. Definitions and applications. Implications of different calculations. Tradeoffs when goals create conflicts. The essentials of creating a strategic plan. Click here...
